Organizational resilience put to the test

The COVID-19 pandemic has tested the limits of health providers’ operational resilience and challenged the entire healthcare industry. Communications and processes are in need of refinement. Data capture to glean insights that drive population health outcomes is challenging.

Here are ways to possibly increase organizational resilience:

Increased automation may result in creating efficiencies in data center services, supply chains and business processes.

Seamless scalability that may provide the capacity to support unpredictable patient volume across contact centers, data exchanges, and potentially improve reporting activation timelines.

Cloud-based virtual care as the need to expand the traditional face-to-face care delivery model increases to support physical distance, increasing the need for proactive and predictive tools.

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Actions you can take now

1. Achieve IT resiliency and business process efficiencies
Investing in public cloud is the wisest use of operational and fiscal resources to enable future state services and capabilities. The renewed business case for public cloud is based on the fact that an average of 70% of providers applications can be moved to the cloud. Return on investment results from:

  • Agile, rapid service deployment
  • Dynamic services consumption
  • Labor efficiencies and risk reduction through automation
  • Data-driven products and services and
  • Improved security posture

The cloud removes dependencies on manual intervention to support unplanned events, allowing key personnel to focus on other mission critical activities.

2. Deliver surge capacity in hours across multiple cloud services
It is both cost-prohibitive and inefficient for healthcare organizations to build out staff and IT environments to scale for worst-case surge scenarios. The elasticity, scale and automation achieved through public cloud enables spikes in capacity to support services like contact center channels, web portals, clinical tools and operational capabilities.

These service requirements can surge to many hundred times typical capacity during a crisis. Review those assets most subject to demand variability and design an approach for the cloud.

3. Enable cloud-based virtual care
Rapid deployment of digital triage tools—through bots, telehealth, and other remote care and monitoring capabilities—supports the need for physical distance while decreasing uncertainty around level of care for high-risk patients and cutting queues for urgent care.

Virtual healthcare is here to stay; its future is cloud-based and mobile, predicated on interoperable data within and between organizations, legacy integration, and digitization of healthcare business processes. Assess your current digital health strategy and assets, and re-tool to accommodate increasing demands of virtual care.

Now, next, future

Here are the next steps that we can help you put into action:

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1. Now

  • Re-assess future data center support.
  • Focus on performance engineering.
  • Establish an alternative sourcing strategy for operations, infrastructure, security.
  • Define an automation plan.

2. Next

  • Drive business and technology alignment.
  • Adopt a cloud strategy with a business plan and operating model.
  • Enable interoperability by decoupling data from EHR.
  • Assess cloud service provider partnerships.

3. Future

  • Accelerate cloud strategies and consider implementing innovative new technology on top of legacy systems to support rapid implementation.
  • Refactor critical systems for fault-tolerance, scalability and self-healing.

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